Manager, Customer Success

SOCi, the leader in AI‑powered marketing solutions for multi‑location businesses, is currently looking for an experienced Manager of Customer Success to coach and support a team of Customer Success Managers to deliver consistent, high‑quality customer experiences. This role focuses on day‑to‑day team leadership, reinforcing best practices, and ensuring customers see clear value from their SOCi investment. A key component is overseeing customers who operate within Multifamily Property Management. Experience managing large property management customer relationships is critical, as this role helps guide CSMs through the unique dynamics and complexity of those motions. The Manager works cross‑functionally to drive coordinated execution across the customer journey, resolve issues efficiently, and support initiatives that strengthen customer health, adoption, and retention. Who We Are SOCi is the leader in AI‑powered marketing solutions for multi‑location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first‑of‑its‑kind, AI‑powered digital workforce capable of handling the workload of 1,000 local marketers™, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before. SOCi is recognized by Fast Company as one of the World’s Most Innovative Companies, and is trusted by nearly 1,000 top brands—including Ford, Ace Hardware, Kumon, Liberty Tax, and more—to automate and optimize local marketing tasks across all locations. Founded in 2012 and backed by leading strategic investors, SOCi is transforming how multi‑location brands manage and scale their marketing efforts. SOCi expects to pay a base salary in the range of $100,000 - $138,000 CAD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job‑related skills, experience, and relevant education or training. How You’ll Make An Impact Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance. Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction. Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk. Ensure CSMs maintain strong, multi‑threaded relationships within their accounts and act as trusted advisors to their customers — including navigating M&A of properties, as well as changing industry regulations. Guide the team in supporting high‑volume, high‑impact Property accounts with clear processes, repeatable playbooks, and strong cross‑functional alignment. Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience. Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution. What You’ll Need to be Successful Hybrid Opportunity: This role is fully remote until our Vancouver, BC and Toronto, ON offices are established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in‑office work. Must Have: 1–2 years of people management or team lead experience, with 3–5+ years of Customer Success experience Experience working with or directly within the multifamily property industry, with a strong understanding of the dynamics, stakeholders, and operational requirements of the industry Strong analytical, organizational, and problem‑solving skills Ability to work cross‑functionally and collaborate effectively to resolve issues and improve customer experience Strong interpersonal and consultative communication skills Motivated coach with a track record of developing and supporting team performance Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned This position will remain open with applications due by January 25, 2026. This position is being hired on an urgent basis. The application window may close before January 25, 2026 if SOCi receives a sufficient number of applications to select a candidate prior to that date. What SOCi Provides To You Comprehensive Benefits Package (full‑time permanent, non‑contract roles only) Health insurance plans, dental, and vision Wellness incentives 401(k) plan with employer match Flexible Work Environment (full‑time, non‑contract roles only) Flexible paid time off Quarterly wellness days Paid holidays Unique employee engagement programs Empowering Career Growth & Success What’s Important At SOCi Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi‑Location brands. Our passionate team of SOCialites work from home around the globe Our collaborative, dynamic culture allows our teams to work cross‑functionally and optimize productivity. We are a fast‑paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information. SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Please note that if selected for a position at SOCi, you will be required to complete an E‑Verify check to confirm your eligibility to work in the United States (if applicable). #J-18808-Ljbffr